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GDS Mercury Support technology- Windows Application Support Engineer

Core Business Services
PHI0047A Requisition #


Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business. Mercury is a key enabler of EY’s NextWave, directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently. 

The Mercury solution is built upon the very latest of technologies (Portal, Mobile, SaaS) and a variety of hosting models (Cloud, Vendor and Internal). The SAP footprint is comprehensive, and the non-SAP components are varied. The user base at the final rollout is in excess of 200k.


The Opportunity


As an organization jointly owned by the business and Technology, the MST is a centralized and global organization which will provide operational support for the delivered Mercury solution and support the Mercury user community. The MST plays an integral role in governance of the Mercury solution and the global template from both a business and Technology perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support Vision 2020+. 

The Technology Workstream is one of the six core functions of the MST. Within the technology stream the service delivery management function will provide an appropriately resourced and skilled organization that will: 

  •   accept the delivered Mercury solution from the Program and provide integrated, seamless functional and technical support 
  •   take accountability for the delivered Mercury solution and deliver services, in line with defined service targets, to the Mercury user community
  •   act as the single point of contact for vendors delivering support services across the integrated Mercury application landscape
  • enabling the Program Team to focus on the continued deployment of the global template and ongoing localization requirements.


Your Key Responsibilities


The Senior resource is responsible for coordinating and supporting Mercury applications that are sub-functions to the core SAP application and bots for Prod and Non-Prod environments. The role involves supporting the defined apps by administration, escalation to various hosting teams, and assisting troubleshooting of different areas such as OS, DB, Network and any other areas of the supporting infrastructure. This role exists within the wider MST Environments Management function and reports to the MST Application Operations Lead. The candidate will need to be proactive and tenacious, working with other teams to expedite requests. The Mercury landscape currently includes 15 environments supporting a variety of activities and teams. 

Skills and attributes for success


·         Ensuring service Requests (SR), Changes, Incidents and Problems flow through their defined phases and teams ensuring SLAs are met
·         Managing information and create support documentation for supported applications and bots
·         Analysing and troubleshoot monitoring alert
·         Identifying impact of Incidents and escalate as appropriate to vendors and other support teams
·         Determining when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly
·         Contacting Process Experts where SRs represent a design change


To qualify for the role, you must have


·         Bachelor’s degree on technology field (Computer, Engineering, Science, etc..) or comparable job experience

·         3 years of experience in an Operational / Service Management role.

·         Solid technical skills and experience in Windows based application support

·         Knowledge of databases and Windows servers

·         Excellent English language skills (verbal and written).

·         Excellent people skills.

·         Basic awareness of different cultures and working practices across the regions.

·         Experience in working as part of a diverse and geographically dispersed team.

·         Experience working in an Operations environment.

·         Coordination of troubleshooting on applications with multiple parties including vendors and end users

·         ITIL Base Knowledge


Ideally, you’ll also have


·         Microsoft Windows Server 2012 and 2016

·         Virtualization technologies: Citrix, Vmware, Azure

·         Networking fundamentals and troubleshooting skills

·         SQL server basic administration

·         Experience supporting SAP infrastructures

·         General understanding of storage technologies: NAS and SAN



·              Basic Linux Knowledge

·              SharePoint online site owner skills

·              PowerShell Scripting

·              Robot Process Automation technologies experience like UiPath and Elasticsearch


What we look for


We are looking for technical people who demonstrate drive, vision, teaming and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve. We will need excellent business acumen and a firm strategic vision, so if you are ready to use those skills to develop our team, this role is for you.


What working at EY offers


·         Support, coaching and feedback from some of the most engaging colleagues around

·         Opportunities to develop new skills and progress your career

·         The freedom and flexibility to handle your role in a way that’s right for you



About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.


If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.


Make your mark.


Apply now.

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